Case Study: Samsung achieves faster customer care in Vietnam with B2X Care Solutions

Samsung and B2X set new service standards for consumer electronics in Vietnam

The customer, Samsung, sought to professionalize its after-sales service and support in the dynamic growth market of Vietnam, aiming to elevate customer care standards and gain a sustainable competitive advantage for its mobile devices and smart home appliances. To address this challenge, Samsung entered into a partnership with the vendor B2X Care Solutions.

B2X implemented an innovative combined in-store and in-home service concept for Samsung, operating eight walk-in service centers with 150 experts and providing direct home support. This solution delivered fast and competent service for both in-warranty and out-of-warranty issues, from software setup to hardware repair. For Samsung, the partnership with B2X resulted in a reliable and consistent service experience that increased brand loyalty, reduced avoidable repairs, and provided a key point of differentiation in the Vietnamese market.

Samsung